Head of Aftersales (Canada, Geely Auto Brand)
Zeekr International
Key Responsibilities
1. Parts and Logistics Management
Ensure inventory safety and availability of parts at Regional Distribution Centers (RDCs) to meet end-customer repair demands.
Achieve financial targets for overseas parts sales and profitability.
Manage the sourcing and procurement of parts through direct and third-party channels.
2. Technical Support
Oversee technical repair management for overseas distributors and dealers.
Develop and implement a regional technical support system to enhance service capabilities.
3. Warranty and Claims Management
Manage warranty claim processes for distributors and dealers in international markets.
Establish and maintain a regional warranty claims management system.
4. Quality Management
Monitor post-sales quality issues, provide feedback, and drive continuous improvement for all vehicle models in overseas markets.
Develop and implement a regional quality management system.
5. Training and Development
Manage technical, operational, and leadership training programs for after-sales personnel at distributors and dealers.
Build and maintain a regional training system to enhance service skills and management capabilities.
6. Service Network Management
Oversee the operational performance and service experience of distributors and dealers.
Develop and implement a service network management system to ensure consistent and high-quality service delivery.
7. Customer Satisfaction and Complaint Management
Manage customer service satisfaction and complaint resolution processes for overseas distributors and dealers.
Establish regional customer satisfaction standards and monitoring mechanisms.
8. Budget and Cost Control
Develop departmental budgets and control costs and expenses to ensure efficient resource allocation.
9. Team Leadership and Development
Build, develop, and lead a high-performing team, fostering talent growth and improving operational efficiency.
Focus on talent acquisition, development, and retention to ensure a skilled and motivated workforce.
Qualifications and Requirements:
1.Bachelor’s degree in Business Administration, Engineering, or a related field. Master’s degree is a plus.
2.Minimum of 8 years of experience in after-sales service management, preferably in the automotive industry.
3.Proven experience in managing parts logistics, technical support, warranty claims, and quality assurance in international markets.
4.Strong understanding of distributor and dealer management, customer satisfaction metrics, and service network optimization.
5.Excellent leadership, communication, and cross-cultural collaboration skills.
6.Proficiency in English is required. Knowledge of additional languages relevant to the target market is a plus.
7.Willingness to travel internationally as needed.
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